UK’s leading credit monitoring web site enhances online customer service; helps 80,000 users locate the information they need every month

Cambridge, UK, 16 October 2008: CreditExpert, the online credit monitoring and identity fraud protection service from Experian, has rolled-out a dynamic web self-service technology to help customers immediately locate information on its website. Transversal’s (www.transversal.com) Ask a Question solution uses neural network technology to enable users to get accurate and instant answers to questions that can be asked in everyday language, improving customer service.

The current economic climate and the ongoing threat of identity fraud means that people are paying closer attention to their finances. Part of the Experian Group, CreditExpert receives more than 2 million visitors each month. It helps people keep track of their credit commitments, status and credit history, enabling them to ensure they are in the best possible position when applying for credit, such as a new mortgage or credit card.

CreditExpert is also using Transversal’s Ask a Question as a way of answering questions quickly, allowing it to free up its contact centre agents to handle high-value and more complex customer enquiries. Each month Transversal’s technology helps answer the questions of 75,000 customers online, cutting the number that need to subsequently phone or email.

“Keeping on top of personal finance and credit ratings can be complex and in the current economic climate we’re helping more people than ever before,” said John Jennings, Operations Director, CreditExpert. “We therefore wanted to make it as easy as possible for our users to locate the information they need. Working with Transversal enables us to provide the right answers instantly, increasing customer satisfaction and overall retention.”

The Ask a Question system covers the full range of potential queries that customers may have. These include “How do I find out my credit score?”, “How do I improve my credit rating?” and “How can I tell if I am the victim of identity fraud?”.

By using the dynamic knowledgebase behind Ask a Question, new queries can be automatically added, cutting administration. By analysing questions asked, Experian is able to understand customer needs and add content and services to ensure users always receive the highest levels of customer service.

“In the current economic turmoil customer service is an even higher priority than before. With the web becoming the primary point of contact for financial services organisations it is vital that customers can receive accurate, fast answers to their queries,” said Davin Yap, CEO, Transversal. “CreditExpert is strengthening its relationship with customers by making information as accessible as possible, increasing trust and providing the help and information that they need to get to grip with their finances.”

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Enquiries:

Chris Measures/Sam Grace Rainier PR
+44 (0)20 7494 6570 transversal@rainierpr.co.uk
www.rainierpr.co.uk
About Transversal
Transversal is a Cambridge-based developer of multi-channel eService solutions for customer-facing websites and contact centres that achieve high-impact wins on improved service, reduced costs and increased sales. Transversal's flagship Web Self-service Sales EngineTM solution uses the online customer service interaction to deliver targeted offers and advertising based on what customers ask about - a customer service strategy proven to produce high response rates and sales, while simultaneously improving customer service quality and efficiency. MetafaqTM reduces the volume of call and email queries to contact centres by automatically answering customers' questions online. Transversal customers will typically see immediate and dramatic email reductions, by around 60%, and improvements in email response times, from days to minutes. Intrafaq, Transversal's knowledge management solution for contact centres, delivers information to agents in a unique way from a dynamic natural language knowledgebase. Simply by typing a question, in their own words, agents can access answers to customer questions; providing fast, accurate and consistent responses. Organisations benefit from increased first call resolution and efficiency by improving the knowledge and quality of service provided by customer service and help-desk agents. Transversal's Memory Engine™ is the result of research and development by top researchers in Information Theory and Machine Learning from Caltech and Cambridge universities. Transversal co-founder, Prof. David MacKay, is a world renowned expert in Artificial Intelligence. He pioneered Bayesian Neural Networks in the late 1980s and remains at the forefront of the field.

About CreditExpert.co.uk
CreditExpert.co.uk is a subscription membership service priced at £6.99 per month, allowing members unlimited online access to their credit report. The service comes with a free trial period that allows members to see and sample the service’s benefits.

CreditExpert.co.uk provides UK consumers with their complete Experian credit report, the UK’s number one, including details of loans and revolving credit with the accounts’ repayment history going back three years, the sources of the information, records of any organisations that have accessed the report and public information such as county court judgments, bankruptcies and electoral roll entries.

Experian responded to 1.7 million requests for credit reports from consumers last year and helps many consumers with credit-related issues, including giving assistance to the victims of identity fraud. As the threat of identity fraud shows no signs of slowing down and the use of credit continues to grow in the UK, services like CreditExpert.co.uk will become more and more important as consumers want help to manage their personal credit information and want to be alerted to changes on their credit reports that could affect their financial future.

About Experian
Experian is a global leader in providing information, analytical and marketing services to organisations and consumers to help manage the risk and reward of commercial and financial decisions.

Combining its unique information tools and deep understanding of individuals, markets and economies, Experian partners with organisations around the world to establish and strengthen customer relationships and provide their businesses with competitive advantage.

For consumers, Experian delivers critical information that enables them to make financial and purchasing decisions with greater control and confidence. Clients include organisations from financial services, retail and catalogue, telecommunications, utilities, media, insurance, automotive, leisure, e-commerce, manufacturing, property and government sectors.

Experian plc is listed on the London Stock Exchange (EXPN) and is a constituent of the FTSE 100 index. Experian has corporate headquarters in Dublin, Ireland and has operational headquarters in Costa Mesa, California and Nottingham, UK. The Group employs approximately 15,500 people in 38 countries worldwide, supporting clients in over 65 countries around the world. Continuing sales for the year ended 31 March 2008 were $4,059m (£2,020m / €2,858m).

For more information, visit www.experianplc.com

Published on: 12:00AM on 16th October 2008